Head of Customer Experience (UX, UI, Research)

The job in a nutshell

At Go Compare, we are building best-in-class consumer products, which connect people with the products they truly want, to be there when it matters.

The head of Customer Experience is critical to achieving this, by building an insight and design team that understands our customers, and identifies the new experiences and products which will delight.  

The purpose of the role is to set up the CX function, establishing our process for customer research and insight, sharing this knowledge around our business and leading the team of product designers who translate these insights into the features and products we build.

Skills and experience you’ll need to have

  • Demonstrable success in building CX teams, and achieving meaningful business impact.
  • Expertise in research methodologies and experience in their effective application.
  • Expertise in core UX/CX methodologies and how to deploy these in Research & Discovery activities.
  • Deep experience in working in an agile culture, and dual track development teams.
  • Great presentation and data visualisation skills, plus some experience of public speaking.

What you’ll be responsible for

  • Establishes the CX function at GoCompare.com and leads this to meaningful business value.
  • Leads a team of professionals; a mix of customer researchers and product designers.
  • Advocates customer centricity, and user empathy; acts as a sponsor for customer centric culture across the business.
  • Establishes and manages a customer experience measurement programme, as a key reported metric of the business.
  • Owns third party suppliers of research tools and services.
  • Understands the appropriate use of a range of data sources (site performance data, web analytics, research data etc), and how to use this for effective decision making.
  • Supports product development & the wider product team, at all stages of the product lifecycle.
  • Provides regular Exec-level updates on customer research activities and insights.

Who you’ll be working with

  • Supports the eCommerce leadership team with the product roadmaps.
  • Analysts and business performance teams interface their behavioural data with your qualitative data.
  • eCommerce team and delivery squads will rely on you for customer feedback on how their product performs, the insights that will improve product market fit and improve performance through UX enhancements.

About us

We’re on a mission to help people everywhere save time and money – whether that’s on essential outgoings or on the things that they enjoy.

If someone is looking for an insurance policy for the first time, wants to beat their renewal quote, is searching for the right financial product, or is after an outstanding utility deal, our comparison website – GoCompare – is there to help. We work with trusted insurance providers, financial services organisations and partners to provide a real breadth of coverage across the market.

Through MyVoucherCodes we bring savings from thousands of fashion, retail, restaurant, entertainment, travel and tech brands to millions of people.

Energylinx, our Ofgem-accredited energy comparison and switching service, brings excellent energy deals from more suppliers than any other UK switching site to UK households and businesses.

Look After My Bills is a leading automated energy savings service. The free service cuts customers’ gas and electricity bills without them having to do a thing. Customers sign up once and Look After My Bills seeks to get them the best deal they can from an energy supplier they trust with good customer service. When that deal ends they automatically switch customers on to another.

And weflip, an automatic switching service that helps people save time and money by flipping them onto better energy tariffs, uses technology to bring a new, hands-off approach to staying on great deals, forever.

GoCompare embraces diversity and truly believe in equal opportunities for all. We believe that inclusion and diversity increases creativity, delivers innovation, improves performance and better serves our customers.

We truly believe in the ethos that companies with greater diversity perform better than those without. It is for these reasons that all qualified applicants will be considered for employment regardless of age, race, religion, genetic information, sexual orientation, gender identity, parental status, disability, educational background or any other characteristic for that matter that doesn’t relate to your ability to perform the role.

Benefits

GoCompare offer a competitive benefits package including:

  • Flexible working hours
  • Bonus
  • 25 days holidays plus bank holidays
  • Birthday day off
  • Death in service
  • Matched pension (up to 6%)
  • Private medical cover
  • Buy and sell holiday options
  • Extra holidays for length of service
  • Share save scheme
  • Enhanced maternity and paternity policies
Go for it
Salary:

Up to £60,000 plus benefits (Flexible working, bonus etc.)

Location:

Newport

Job Reference:

gocompare/TP/41/260

Closing date:

8th December 2019

Contract type:

Full time

Working hours:

37.5 hours per week

Go for it